Damaged packageUpdated 21 days ago

What should I do if my package arrived damaged?

Please contact our customer service at [email protected] and ideally send us photos of the damaged package and/or its contents. We will take care of initiating the claims process with DHL.

How does a damage claim with DHL work?

Once a damage is reported, we will file a claim with DHL. For this, an official damage report is required, which you can obtain at a DHL branch or parcel shop.

Do I need to take the damaged package to a DHL branch?

Yes, DHL requires the package to be inspected on-site. Please bring the package in its original condition (including contents and packaging) to a DHL branch or parcel shop.

What happens during the on-site inspection?

At the location, DHL staff will inspect the package and provide you with a physical damage report, which we need in order to proceed with the claim.

Where can I get the damage report form?

There are two options:

1. We can send you the form by email in advance – simply print it and bring it with you to the DHL location.

2. Alternatively, you can receive the form directly at the DHL branch or parcel shop.

What happens after the damage report is submitted?

As soon as we receive the completed and signed damage report, we will forward it to DHL. Processing usually takes a few days. We will get back to you with a response regarding compensation or replacement.